Session 206: All Aboard the Service Management Bus: TheEducation of Gwinnett County Public Schools (Case Study)

Theresa Moore (Customer Service & Support Manager, GWINNETT COUNTY PUBLIC SCHOOLS)

Sandra Choates (Technology Support Specialist, GWINNETT COUNTY PUBLIC SCHOOLS)

Location: Royal Melbourne

Date: Tuesday, October 16

Time: 11:15am - 12:15pm

Pass Type: Conference and Expo Package - Get your pass now!

Track: People Make the Difference: Attitude, Behavior, Culture

Format: 60-Minute Case Study

Vault Recording: TBD

Gwinnett County Public Schools (GCPS) is the largest school district in the state of Georgia and the nation's 13th largest overall. The Information Management & Technology (IMT) division provides technology support for GCPS schools (more than 180,000 students and their parents) and 23,000 staff members. This case study will review how IMT is improving the services provided to GCPS staff, students, and parents by implementing various service management frameworks and best practices, focusing specifically on how organizational change was affected with the implementation of ITIL.

The culture at GCPS was fairly entrenched. Things had been done a certain way for a very long time, and some staff were hesitant to embrace the necessary changes. This case study will explain how education, patience, and persuasion were used to highlight the benefits of best practices and convince reluctant staff to get on the bus.